Blog. Beneath the Service: Why Hospitality Needs Real Help, Not Just Good Intentions

September 10, 2025 | Author Jeremy Gibson

'This is Hospitality' - real people, real stories. 
When you step into a hotel, café or restaurant, you see smiles, warmth, and service that feels effortless. But behind every shift is a unique, personal story - a real person, whose worries don’t clock in and out with their shift.

  • Ayaan, 27, moves through the busy restaurant with a smile, all while secretly struggling with suicidal thoughts. Behind every shift is a silent battle, not knowing where to turn for help or support.
  • Lena, 25, keeps the bar running through the night, quietly calculating if tips will cover next week’s rent, too worried to mention her struggle to her manager.
  • Tom 42, pulls double shifts in the kitchen, keeping fears about his mounting debts and mental exhaustion bottled up - scared of feeling judged by his colleagues.
  • Sophie, 22, presents her best face to guests while grieving a loss she’s had no time or space to process.

The Latest Data: A Sector Under Pressure

Hospitality Action’s latest “Taking the Temperature” survey paints a stark picture:

  • 75% of hospitality workers have experienced poor mental health in their adult life - three-quarters of the workforce.
  • 61% say maintaining a work/life balance is a top challenge.
  • 47% of staff report financial worries among their main mental health strains.
  • 47% - including many managers and owners, agree that burnout is just “part of the job.” This jumps to a staggering 62% among junior employees.
  • Among those who accept burnout as normal, 61% experienced poor mental health in the past year.
    Meanwhile, the sector itself is stretched thin:
  • 57% cite under-resourcing and understaffing as damaging to their wellbeing.
  • 52% struggle with excessive workloads.
  • 36% consistently exceed their contracted hours.

Talking About Mental Health Isn’t Enough

While 66% feel their workplace is more open to discussing mental health – a indicator of progress, two thirds still worry that speaking up about their own struggles might harm their career.
That means stories like Ayaan’s, Lena’s, Tom’s, and Sophie’s too often go unheard, their challenges “managed” alone in silence, out of fear or stigma.

Why an EAP Matters to The People in These Stories

The reality from this year’s data: front-line hospitality people aren’t asking for perks - they’re crying out for real, confidential wellbeing support:

  • 40% ranked access to a free, confidential Employee Assistance Programme (EAP) as a top priority for workplace wellbeing.
  • Staff want assurances of privacy, job security, and real solutions - not just well-meaning talk.
  • Calls for having a relevant EAP in place now rival those for policy change and management training.

Calculate Your EAP Savings.

See how much you could save by reducing absenteeism and turnover.

Creating a Culture Where Every Person Matters

What would an EAP have meant for Ayaan, Lena, Tom or Sophie

  • Immediate, stigma-free access to expert advice, whether it’s about suicidal thoughts, money worries, sleep, or work overwhelm.
  • Confidential support, so opening up doesn’t risk their job or make them feel singled out for sharing their stories.
  • Help for real-life situations - from family emergencies to mounting stress to simply needing someone to listen.

And what does it mean for your team?

  • Retention, resilience, and readiness - because when people get help before they reach breaking point, everyone benefits.
  • Meaningful conversations about wellbeing, and assurance that sustained positive change is achievable.

Practical Ways Forward

The latest survey makes it clear:

  • Flexibility, sticking to contracted hours, and support from trained managers are key to a better work/life balance.
  • But without responsive, confidential and expert help, like an EAP - small issues can quickly spiral into bigger problems.


When nearly half of your team believes burnout is 'just normal' and most have struggled with mental health, a robust EAP is more than a benefit - it’s a necessity.

'This is hospitality' - not just service, but people.
Real lives. Real challenges.

Be the reason your team’s story changes for the better - by giving them the support they’re really asking for, when and how they need it. Contact us today.